Holiday Inn Express & Suites Dallas NW - Farmers Branch by IHG — Hotel in Farmers Branch

The room itself was nice; however, the lady, Alex, at the front desk was rude.

We checked in on a Saturday morning. We were driving in for a funeral (already not a good day for us). I called the front desk Friday morning and asked for an early check-in. The guy that I spoke with was really nice. I explained that we were coming in for a funeral and would be driving through the night to get there. If possible, we would like to take a nap before going to the services. He offered his condolences and said that it shouldn't be an issue, but I would have call the next morning, which I did. I called at 4:30am Saturday morning to request the early check-in. I believe it was the same gentleman from the day before. He checked us in and said that we were good to go for 9:30am.

We arrived just after 9:30am as expected. I said that we were there to check-in. She said "check-in or check-out?" with her snarky look. I repeated myself and said check-in. Without asking for any of our information or looking up anything, she said there are no rooms ready. I explained that we had called earlier that morning and we were told that a room would be ready. Luckily, the GM was there and called housekeeping to check if our room was ready. Again with attitude, Alex said "step aside while she checks". She proceeded to check in the next couple behind us. For no rooms available, they got checked right in. Alex also had a nice long conversation with her about how nice her driver's license picture was. Then proceeded to look at every picture ID this lady had, discussing each one.

After housekeeping told the GM that the room was clean, there was still a delay to get checked in. The front desk lady called us back to the desk. She was not friendly to us like she was with the lady before us. She was short and direct with everything she said. After she gave us our key cards, I said thank you and replied with "ok". What does ok even mean as reply to a thank you? She never said anything more to us.

I don't know what I said to make her dislike us right front the start, but she was not friendly toward us. Clearly, she can be friendly because she was nice to others,...

The room itself was nice; however, the lady, Alex, at the front desk was rude.

We checked in on a Saturday morning. We were driving in for a funeral (already not a good day for us). I called the front desk Friday morning and asked for an early check-in. The guy that I spoke with was really nice. I explained that we were coming in for a funeral and would be driving through the night to get there. If possible, we would like to take a nap before going to the services. He offered his condolences and said that it shouldn't be an issue, but I would have call the next morning, which I did. I called at 4:30am Saturday morning to request the early check-in. I believe it was the same gentleman from the day before. He checked us in and said that we were good to go for 9:30am.

We arrived just after 9:30am as expected. I said that we were there to check-in. She said "check-in or check-out?" with her snarky look. I repeated myself and said check-in. Without asking for any of our information or looking up anything, she said there are no rooms ready. I explained that we had called earlier that morning and we were told that a room would be ready. Luckily, the GM was there and called housekeeping to check if our room was ready. Again with attitude, Alex said "step aside while she checks". She proceeded to check in the next couple behind us. For no rooms available, they got checked right in. Alex also had a nice long conversation with her about how nice her driver's license picture was. Then proceeded to look at every picture ID this lady had, discussing each one.

After housekeeping told the GM that the room was clean, there was still a delay to get checked in. The front desk lady called us back to the desk. She was not friendly to us like she was with the lady before us. She was short and direct with everything she said. After she gave us our key cards, I said thank you and replied with "ok". What does ok even mean as reply to a thank you? She never said anything more to us.

I don't know what I said to make her dislike us right front the start, but she was not friendly toward us. Clearly, she can be friendly because she was nice to others,...

Hotel staff was wonderful, especially Muhammad. After 12 hours of travel including a 7.5 hour plane flight on a red eye, we were able to check in at 10 am. We’ll never forget how helpful Muhammad was. Thank you Muhammad!

We were in Farmers Branch for a National Pickleball Championship. We expected to be hot, sweaty and tired when returning to the hotel in the evenings.

The first two nights were as expected. Room had everything we needed, it was comfortable and clean. It was the lower priced of our options and there was no parking fee. At that point it was good vale for the price.

We were disappointed in the breakfast quality and choices. It was adequate. We eventually ate breakfast at a nearby hotel restaurant.

Coming back hot, sweaty and tired from the tournament on the third night, we had no water. We couldn’t shower, it was miserable. The staff told us it would come back on soon but it didn’t. At some point there was enough water to get a wash cloth damp. We cleaned up as best we could but the toilet didn’t have enough water to flush. That was a miserable night with the tournament continuing the next day.

For three nights this went on. Most times there was no water at all. We were miserable and the toilet was worse.

One day, we don’t know why and neither did the staff, our smelly room wasn’t cleaned. That was after the day we accidentally left the “do not disturb” sign on the door and the room wasn’t cleaned. That no cleaning day was our fault.

We didn’t go out to dinner at night on the nights we couldn’t shower, for obvious reasons. We got takeout. That might not be a big deal to some. However, we live in a very small community with VERY few restaurant options. So when we travel, we really look forward to eating out at a restaurant we haven’t been to a hundred times and know the menu by heart.

Now after all this, think of a 7.5 hour flight home after not having a real shower in three days.

Worst...